This position is focused on the detail work involved in building an exceptional patient experience. It includes rounding on inpatient units to ensure all guests know they have an advocate as well as responding to any immediate needs identified, within their capability. It requires knowledge of locations of all departments and general operations of the hospital so that appropriate answers can be given to the guests. This position must always have a smile and be very friendly and personable. This will require a professional dress code and a person who is always well groomed.

SHIFT AND SCHEDULE

Monday - Friday 11:30 AM -8:00 PM; Call Required Once Fully Trained
ESSENTIAL FUNCTIONS/PERFORMANCE EXPECTATIONS

Daily rounding ensuring patient satisfaction with staff response, care and compassion
• Productivity expectations: a minimum of four (4) patients/hour of rounding daily
• Provides immediate service to patient needs that are requested during rounding within their capability 
• Educates patients on processes involved with their admission 
• Coordinates with other departments ensuring patient needs are optimally met
• Assist and works with staff for optimal patient experiences
• Assist with Service Recovery
• Utilize software programs necessary to job duties (Incident Reporting System, EHR, Patient Experience software tools, Microsoft Office tools)
• Exhibits established organizational Culture
• Communicates effectively with every colleague and guest
• Understands and maintains patient confidentiality and privacy
• Supports various departmental objectives and responsibilities

• Participates in Service Excellence and assigned Unit patient experience goal setting

EDUCATION AND EXPERIENCE
• High School Diploma or GED, Associates Degree preferred
PHYSICAL REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The individual must be able to:
• Stand, walk, sit, stoop, reach, lift, see, speak and hear. Lifting is limited to 35 lbs. for clinical staff and to 50 lbs. for non-clinical staff. The individual must use an assisted-lift device or get another individual(s) to assist with the lift that is over these maximum limits.